I have previously ordered quite a few things from Ailk Maison. A cashmere coat, two pairs of silk pajamas, a blows, a wool jacket and eye masks. That all went smoothly. The quality was al... See more
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This is an absolute disgrace. My order was supposed to arrive in July, but it never did, and they still haven’t refunded me. They’re hiding behind excuses, claiming staff changes and that people left... See more
Bad customer communication, delays in shipping that were definetley not made clear pre-purchase. Dress arrived super creased. Although the design itself is nice, the quality of the fabric is thin loo... See more
Company replied
After reading all the reviews I really didn’t expect anything! HOWEVER (to my own surprise) I actually did receive my order yesterday (8th January), that I ordered back in mid-December. The quality... See more
Company replied
Company details
Written by the company
Silk Maison strives to enhance your life-wear using luxurious silk accompanied with our elegant design, allowing you to look and feel effortlessly glamorous. Every piece of design incorporates contemporary aesthetic and classical tradition, blending into the collections that encapsulate an entire look from day to night, city to home.
Contact info
1625 Mid Valley Dr, Ste 1 Steamboat Springs, CO 80487, USA, 80487, Steamboat Springs, United States
- +1(484)3709774
- support@silkmaison.com
- silkmaison.com
ZERO STARS IF I COULD
ZERO STARS IF I COULD.
I should have done more research before putting and order through Silk Maison. TERRIBLE EXPERIENCE. I ordered a jumpsuit in September, the website advised 7-10 business days for processing + shipping. The customer service team was never able to proceed a clear timeline for receipt of my jumpsuit, after 2 months they sent me a “gift card” but refused to apply it as a partial refund (as if I’m buying from that website again!) I have now cancelled my order more than 10 days ago and the refund has not test reached my bank account. STAY AWAY. I will likely have to contact my credit card provider to make a claim for fraudulent transaction.
11 November 2022
Unprompted review
Reply from Silk Maison
Dear Customer,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. Can you please provide us with valid information so that we can check your order to verify the details? Thank you for your cooperation.
Regarding your mention of gift cards, the compensation we offer to our customers is usually given in the form of points or gift cards rather than refunds. Hope you can understand.
If you have any requests regarding your order, you can send your thoughts back to the customer service staff and we are sure they will handle it for you at the first time.
We always put the customer experience first and will continue to make improvements.
Best regards，
SILK MAISON Customer Service Team
good experience order number 186415
I ordered 3 silk dresses from them and was somewhat afraid when i read all the bad comments on this site. But although I believe some people had a bad experience I also believe that people having a bad experience are more likely to write a bad review and this leades to a bias.
My experience with them was quite good. The dresses are lovely and a pleasure to wear. Sizing is correct. They ship from China so it took about 3 weeks to arrive which I think is normal. I had a discussion with their support team about a dress which was unavailable and they were very fast and correct. I wouldn't doubt to order again.
31 October 2022
Reply from Silk Maison
Dear Customer,
Thank you for your feedback on Trustpilot!
We sincerely appreciate your trust and love for SILK MAISON.
We are honored to receive such a high rating from you! And happy that we can bring you such a satisfying shopping experience. We apologize that the original red dress could not be sent out, but fortunately, you liked the replacement dress as well.
Thank you for choosing to trust us and posting such a review, it is a great encouragement to our work.
As a token of our appreciation for your support and understanding, we are giving you a $50 gift card. This gift card will be sent to the email address you previously contacted customer service with, so please remember to check it.:)
We will continue to work hard to bring the best service to each and every customer. We look forward to your next visit and wish you a happy life.:)
Best regards,
SILK MAISON Customer Service Team
Nets blocked my credit card as I was…
Nets blocked my credit card as I was trying to buy a coat. Thank god. Apparently this is totally scam company. Buhu
21 October 2022
Unprompted review
Reply from Silk Maison
Dear Kristina，
Thank you for your feedback on Trustpilot!
We don't quite understand what you mean by this comment. We searched your name and found your corresponding purchase history. You attempted to purchase the order a total of two times. The first time failed and the second time you did not pay for your order. Now the order is still pending payment. If you don't buy our products, that's ok but why would you give us a bad review without any order? Please forgive us for not being able to understand this situation.
If you are trying to buy but you are complaining that your purchase was not successful, then please pay for your order. The reason for the unsuccessful purchase is that you did not pay for your order.
If you have other questions, you can give your thoughts back to the customer service staff and we are sure they will continue to handle it for you at the first time.
We always put the customer experience first and will continue to make improvements.
Please email our customer service EMAIL: support@silkmaison.com.
Best regards,
SILK MAISON Customer Service Team
SCAM SITE-items disappeared
DO NOT BUY, they are in fact a scammy retail site based in China. Ordered two items, only one arrived and after two months of waiting, the second after 4 months. both items were NOT as pictured and not true to sizing, see through, poorly made quality. Was told I could return them in a short, rude broken English email. The email did list that I would need the tracking number, which I did not save by accident and so the items just MIRACULOUSLY disappeared into thin air. Just the most unhelpful customer service experience I have ever had.
Truly thought Silk Madison was a legitimate clothing brand from their pictures, really disappointing to discover they are not.
31 July 2022
Unprompted review
Reply from Silk Maison
Dear Customer.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number.
You received two of your products and requested a return. When customer service gave you the return instructions, they stressed that you needed to provide them with a return tracking number but you did not.
According to the website, it is not possible to process a refund without a return tracking number. If you have a tracking number, why don't you provide it to customer service so they can process your refund?
If you have any other requests regarding your order, you can contact the customer service team.Thank you for your understanding.
Best regards.
SILK MAISON Customer Service Department
DO NOT BUY FROM SILK MAISON
DO NOT BUY FROM SILK MAISON!
NOTE: UPDATE LISTED AT BOTTOM (STILL AWFUL)
I wish so badly that I had not wasted money on this fraud of a company. Do not make the mistake that I did.
After weeks of hearing nothing about the coat that I ordered, I reached out to them to ask what was going on. I was told that each item is custom made for the customer and that is why it was taking so long. However, after two months, my order arrived, not “Embroidered with our signature rose gold logo on a pearl white finish, the box is lined with rose gold film” as their site claims, but crumpled and stuffed in an old plastic bag that had been used time and time again. When I removed the coat from the bag, it was clear that it had not, as I was told, been custom made for me. At first glance, the attached tag appeared to be a small, but when looked closer, I saw that the sticker marked “small”was actually just placed over another sticker marked XL. When I checked the tag on the inside, I saw that someone had just replaced the original XL tag - damaging the lining in the process. I then measured the coat and and the measurements match the XL on their site, rather than the small. As I was measuring it, I noticed several small tears along the seams of the lining throughout the coat, along with several MAJOR sewing mistakes and damages. Another manufacturing issue is that coat is listed on their site as having “premium-grade 100% mulberry silk,“ however, the coat I received is instead lined with polyester. Other problems are that the epaulettes are two different lengths, some of the buttons are barely hanging on because they were not attached properly, the seams all along the coat are ruined, and there are blue threads coming out of the seams where the coat was damaged because someone used the wrong color of thread to repair it.
Since I spent several hundred dollars on this coat thinking it was luxury and was told by the support team that it was being made just for me, I obviously wanted to return it. I reached out to customer service THREE times, but never heard back. Nothing. I am so saddened by this. I rarely spend this kind of money on things and was completely deceived and robbed.
UPDATE: After I started posting reviews of them online, I finally heard a response on October 13th that said that they had been messaging me (not true - the response from them below is a lie). They sent a return address and said I needed to pay for shipping - even though their website says that they pay for return shipping if there is a manufacturing error. UPS sent proof of delivery two weeks ago, but have not received my refund. Nothing. If they do refund me, I will update this review.
22 September 2022
Unprompted review
Reply from Silk Maison
Dear Customer,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number. When you requested a return, customer service has given you the return address and sent you several emails but you did not reply.
They emailed you on September 22nd, September 27th, and October 8th but did not receive a response from you. Because our customer service staff found that they could not contact you through the customer service email, they even used their own personal email to send you an email but you did not reply. If you see our reply, please check your mailbox to see if there is any problem.
If you have other requests for your order, you can contact customer service with a different email address. We are sure they will continue to handle it for you at the first time.
We always put the customer experience first and will continue to make improvements.
Best regards.
SILK MAISON Customer Service Department
I have ordered some products from this…
I have ordered some products from this website. I have only realized that they don't even have the items that I have ordered in stock and can not guarantee the delivery after contacted them. So I have requested a refund and was told that I will receive it within 7-15 business days. After persistent emails to the over a month, they have finally replied and processed my request. I am not sure about their product quality but beware that you may never get your money back if you don't chase them up. I would not risk it again and don't trust those utuber's words.
9 October 2022
Unprompted review
Reply from Silk Maison
Dear Elva，
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number. The customer service staff has processed your refund, please check your email.
If you have any other requests regarding your order, you can send your thoughts back to the customer service staff and we are sure they will continue to process it for you at the first opportunity.
We always put the customer experience first and will continue to make improvements.
Best regards，
SILK MAISON Customer Service Department
Took forever to arrive and the item was nothing like in the photo
It took one month for the package to arrive and i was so dissapointed when it did. It really just looks so cheap and different from the photo. It arrived in a clear plasticbag so you deffinitely didn't get that luxury vibe that you would expect from a item that expensive. Sadly, couldn't recommend Silk Maison.
3 October 2022
Unprompted review
Reply from Silk Maison
Dear Customer，
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We do not know the details of your order.
If you have any other requests for your order you can send your thoughts back to customer service and we are sure they will continue to process it for you at the first opportunity.
We always put the customer experience first and will continue to make improvements.
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards，
SILK MAISON Customer Service
Very good customer service
14 September 2022
Unprompted review
Reply from Silk Maison
Dear lopin，
Thank you for your feedback on Trustpilot!
We sincerely appreciate your trust in SILK MAISON and your love for our products.
We are happy that our customer service was able to solve your problem in a timely manner.
We will continue to work hard to provide the best service to our customers.
We look forward to your next visit!
Best regards，
SILK MAISON Customer Service Department
I definitely recommend silk from this…
I definitely recommend silk from this shop. I made my first order on May 15th and I was highly satisfied. My second order was on September 1st. And I'm sure that's not my last time
thanks so much
1 September 2022
Unprompted review
Reply from Silk Maison
Dear Sofia,
Thank you for your feedback on Trustpilot!
We sincerely appreciate your trust in SILK MAISON and your love for our products.
We are very happy to receive your satisfactory comments about our products. We will keep striving to bring the most satisfactory service to every customer.
We look forward to your next visit.
Best regards，
SILK MAISON Customer Service Department
DO NOT BUY FROM HERE
JUST DON'T DO IT. Do NOT buy from this merchant.
They'll say the items were delivered when they weren't. Will refuse to refund you for items you never receive.
12 September 2022
Unprompted review
Reply from Silk Maison
Dear Customer，
Thank you for your feedback on Trustpilot!
We are sorry to read your comment. We searched for your name and found your corresponding order number. You ordered a total of two products, one of which you received and the other you requested to cancel. Customer service has also processed your refund. Please check your email.
If you have any other requests regarding your order, you can send your thoughts back to customer service and we are sure they will continue to process it for you at the first opportunity.
We always put the customer experience first and will continue to make improvements.
Best regards，
SILK MAISON Customer Service Department
I didn’t receive refund
I didn’t receive refund
They are just wasting my time
What is “ Please ask your bank for the progress of your refund via ARN code：2449216222200003113~ have you ever heard such this number? I can’t believe them and bank usually doesn’t take 1 month and half to receive refund
They seem like to play with Customer
I’ve been dealing with them since June now it’s September clothes didn’t come refund has been taking over 1 and half month DONT BUY FROM THEM Otherwise you will just lose money
Other reviewers which has 5 stars are all fake Trust me No way customer service are good Don’t trust this company
8 September 2022
Unprompted review
Reply from Silk Maison
Dear Customer,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
We do not understand why you repeatedly give us bad reviews? Our customer service staff has processed your refund on August 10th. It usually takes 7-15 business days for the refund to reach your account. Since you said you haven't received the refund yet, our customer service staff provided you with a screenshot of the refund and an ARN for you to check the progress of the refund with your bank. We have already refunded you so the exact time it takes for the refund to arrive depends on your bank.
You keep saying that you did not receive the refund and claim that your bank did not accept the ARN we provided but you did not provide any proof of this to customer service. Since you say that we have not refunded you, that means that the money is still with us. Why don't you ask for the money back through your bank or other means? Because the fact is that the money has already been refunded to you. Please make sure that the bank card you verify your history with is the one we refunded you to. If you have any questions, please contact your bank for specific details.
Thank you for your cooperation.
Best regards,
SILK MAISON Customer Service
HORRIBLE!!
I ordered a satin dress on the 12th of July, which took ages to deliver. I kept tracking the order number they gave but it took ages to be sent to my country. I remember at the end of August I checked the tracking website saying the package was under customs clearance, but a few days later there was no tracking detail anymore, nor did I receive anything!! Here in my country, the package is usually delivered to our neighbor if we're not home with a little card notifying us where's the package. Or we'll receive a phone call at least. However, literally, there was nothing!!! I wrote an email to customer service but they said the parcel has been destroyed (??) and asked me to pay an extra US$18 to arrange a reshipment or choose to get a refund of HALF the amount. I have no idea why should I pay an extra US$18 to risk another highly possible missing package or pay half the amount of the order with NOTHING RECEIVED?????
6 September 2022
Unprompted review
Reply from Silk Maison
Dear Customer，
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We have sent your feedback to our customer service and asked them to double check this with the logistics provider.
If the package was destroyed due to your problem, then it does need to be handled as you described in both cases. If this is not the case, we believe that the customer service staff will continue to deal with the situation for you at the first time after you make it clear. We have informed them to contact you to solve the problem.
We always put the customer experience first and will continue to make improvements.
For any questions, please email our customer service EMAIL: support@silkmaison.com
Best regards，
SILK MAISON Customer Service Department
Avoid at all costs
I bought a pair of shorts from here at the beginning of August. I realized a week and a half after purchasing that I had never received any kind of email from them with a shipping confirmation or even an order confirmation. Luckily I still had the browser up that I purchased the item on, so I was able to locate my order number. I emailed them and asked when the order would ship, and they told me not for another month. It was not specified anywhere that this item was on any kind of backorder. I told them I would wait. Another two weeks pass, I reach out for a shipping update. They proceed to tell me the item is out of stock and can not be shipped to me. First its on a month wait backorder and now its completely out of stock? Why the hell did you allow me to purchase the item if its out of stock and why the hell did you not specify its on backorder? Said I could get a refund which we’ll see if that even happens. Unprofessional and sketchy website. Never shopping with you again.
5 September 2022
Unprompted review
Reply from Silk Maison
Dear Isabella,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number.
If you would like to cancel your order and get a refund, you can send your thoughts back to customer service and we are sure they will continue to process it for you at the first opportunity.
We always put the customer experience first and will continue to make improvements.
For any questions, please email our customer service team.
EMAIL: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service Department
Silk dresses really change my look
Silk dresses really change my look. I really love it
2 September 2022
Unprompted review
Reply from Silk Maison
Dear Charles，
Thank you for your feedback on Trustpilot!
We sincerely appreciate your trust in SILK MAISON and your love for our products.
You can register as our member and enjoy the points campaign immediately, and more discounts are waiting for you.
We look forward to your next visit.
Best regards，
SILK MAISON Customer Service Department
Perfect services from a perfect brand…
Perfect services from a perfect brand .. Not my last time to order from them
2 September 2022
Unprompted review
Reply from Silk Maison
Dear Michel，
Thank you for your feedback on Trustpilot!
We sincerely appreciate your trust in SILK MAISON and your love for our products.
We are honored to receive such a high rating from you! We will keep striving to bring the most satisfactory service to every customer.
We look forward to your next visit.
Best regards，
SILK MAISON Customer Service Department
Dad quality
I ordered dress coat me $200, package is from California, just arrive 15 days, the expiration limit of retuning day.
No brand on dress, the stitch not right, back zipper not flat, I will never buy again.
1 September 2022
Unprompted review
Reply from Silk Maison
Dear yingqun,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number. You did not contact our after-sales service to resolve your issue. So you may have misunderstood our policy.
Our policy requires you to make a return request within 14 days of receiving the item. It has nothing to do with the shipping time of the package.
If you are not satisfied with the product you received, you can send your thoughts back to our customer service and we are sure they will continue to handle it for you at the first opportunity. We have also notified our customer service staff to send you an email to understand your problem.
We always put the customer experience first and will continue to make improvements.
If you have any questions, please email our customer service EMAIL: support@silkmaison.com.
Best regards,
SILK MAISON Customer Service Department
Fake tracking number attribute to my…
Fake tracking number attribute to my order. Be aware
14 August 2022
Unprompted review
Reply from Silk Maison
Dear Richard，
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We will never give false tracking numbers to our customers.
If you can't check the relevant logistics information, you can contact our customer service staff and we are sure they will confirm the status of your package for you at the first time.
We always put the customer experience first and will continue to make improvements.
For questions about the product, please email our customer service EMAIL: support@silkmaison.com. They will handle it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service Department
I ordered a cashmere coat for $80
I ordered a cashmere coat for $80 and never received the coat. Usps said they delivered it but it was never delivered to me. My problem with the purchase is that was no signature required to verify delivery and the item was not insured by silk maison. They were very uncooperative and I lost the coat
and the money I paid through klarna.
I will never buy from silk maison again and I'm not thrilled with klarna either.
5 August 2022
Unprompted review
Reply from Silk Maison
Dear customer，
Thank you for your feedback on Trustpilot!
We are sorry for the unpleasant experience you had. If the email customer service did not give us the wrong feedback, you should have placed your order in January and contacted them in March to deal with it accordingly. We are sorry to see your bad review in August.
We are very sorry for your loss and have sent your suggestion back to the logistics department. We hope we can bring better service to our customers afterwards.
We wish you a happy life!
Best regards.
SILK MAISON Customer Service Department
CAUTION ⚠️ This company took 3 months…
CAUTION ⚠️ This company took 3 months to deliver a partial order. I purchased two items and only received one ☝️ item 3 months later. With no explanation after contacting support via email and supplying a official USPS investigation.
1 August 2022
Unprompted review
Reply from Silk Maison
Dear Amy，
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
We searched your order by name and learned about your situation from Customer Service. Both of your items were delivered to your address, but you said you did not receive one of them, so Customer Service contacted you and asked you to provide a response from USPS.
However, since you only provided a screenshot of what USPS said they would investigate for you, and not the final findings, Customer Service was unable to handle the matter for you. They will only be able to take it further for you once they receive the final results from USPS that you provided.
If you have now received the final results from USPS, you can reply to them. We are sure they will be the first to process it for you.
Thank you for your understanding and cooperation.
Best regards.
SILK MAISON Customer Service Department
Package late/ Fraud
I ordered three items on the website around a month and a half ago and I still haven’t gotten it. At this point I feel like I won’t be getting it. I was the maid of honor at my best friend’s wedding and had to wear a totally different dress because Silk Maison lies about their shipping. Please do better Silk Maison.
29 July 2022
Unprompted review
Reply from Silk Maison
Dear Josceline，
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
We understand your situation from the email customer service. You contacted them on June 4th saying you needed this order on June 15th. However, the package could not arrive on time so to avoid the hassle of having to return it when you received it but didn't need it. They banned your order and sent you an email to confirm if you needed the order shipped properly. Unfortunately, you never replied. This delayed the delivery of your order. We apologize for any inconvenience this may have caused you.
If you still want to receive your order, we have informed the relevant colleagues to process your order as soon as possible. If you would like to cancel, then please contact our customer service for further processing.
Thank you for your understanding and cooperation.
Best regards.
SILK MAISON Customer Service Department
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